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IQOS User Account Troubleshooting

I’ve forgotten my IQOS account’s email or password. What should I do?

Resetting your IQOS account’s password is easy. Click ‘Forgot Password’ on the login page and follow the instructions.


The information I entered is correct. Why can't I register? 

Identification problems can sometimes occur during the age verification process. Contact our Customer Care Team to get in touch.


Why didn't I receive a confirmation email after registering with IQOS? 

If you have not received confirmation by email, please check your spam folder. If you are still unable to find the confirmation email, ensure the email address you entered is correct - look for any typos.


Why do I get an error message when registering with IQOS? 

If an entry field appears red and you receive an error message, you might not have entered information correctly. Check for any typos and ensure the information is correct.  

You should receive a separate error message if you enter an invalid email address or attempt to register the same email multiple times. In such cases, please follow the instructions in the error reports. 

Are you still unable to register? Call us at 0800 432 0000. 


Relevant information 

Contact IQOS service and support.


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